How Quálitas tripled containment on theft claims with AI agents

At a Glance:

• Mission: Manage complex customer needs with agentic AI, easing call center load
• Solution: AI agents for natural and fluid customer interactions
• Results:
  
  • Partial Theft containment rate triples
  • Regional dialect understanding builds trust with customers
  • Over 100,000 calls per month now handled by AI and scaling
• What’s Next: Continue expanding AI use cases and containment as Quálitas scales across Latin America

Traditional CX automation under pressure

Car assistance is a high-stress touchpoint. A broken windshield, a disabled vehicle, or a theft isn’t just a transaction; it’s a disruption to someone’s day, safety, or livelihood.

To dispatch the right help, callers must provide essential policy and other vehicle details. For insurers, these "moments of truth" are where trust is won or lost.

Quálitas faced a dual challenge: surging call volumes across the Americas and the need to control operational costs. They needed to automate the routine without sacrificing the human experience.

The Strategy:

• Efficiency: Automate data-heavy intake to handle volume.
• Focus: Redirect agents toward complex claims and expansion.
• Empathy: Ensure the AI interface feels supportive, not robotic.

The solution: flexible and responsive AI agents

SoundHound AI’s agentic platform uniquely understands the rhythm of human conversations. It allows customers to provide information out of sequence, to interrupt, or to change their minds at any moment in the conversation.

“Before, the AI platform couldn’t adjust to changes on the fly,” said Juan Carlos Chávez Cureño, Director of Claims Customer Service at Quálitas. “Now, it’s flexible. It can proceed without information in sequence, circle back, and engage customers fluidly — just as a human agent would.”

This has led to containment improvements across 2 important use cases:

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Car Assistance | 30% | increase in containment rate for roadside assistance, including lost keys, empty fuel, and vehicle lockouts
Partial Theft | 3X | Containment rate triples for theft-related claims — stolen mirrors, tires, and other vehicle parts
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Local dialects help customers feel understood

Agentic AI understands intent rather than relying on rigid scripts, allowing it to interpret regional dialects, slang, and variations in how customers naturally speak. By using context and real-time reasoning, it can navigate ambiguity. This new capability is helping Quálitas build trust and confidence with customers as it expands across regions in South America.

The agentic platform tailors conversations to local dialects, making interactions feel more natural and authentically human.‍

[[block:stats]]
100,000% | increase in call volume handled by AI
150% | increase in call volume handled by AI
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“Before, the AI platform couldn't adjust to changes on the fly. Now, it's flexible. It can proceed without information in sequence, circle back, and engage customers fluidly — just as a human agent would."

Juan Carlos Chávez Cureño
Director of Claims Customer Service at Quálitas

From containment to capacity: enabling growth without adding headcount

SoundHound's AI agents now support an average of 100,000 calls per month and this continues to increase as the AI learns and improves.

But the impact goes beyond volume.

The AI’s ability to handle real-world conversations by allowing customers to speak naturally, change direction, and provide information out of sequence has improved the quality of each interaction. This is especially critical in high-stress scenarios like roadside assistance, where clarity and speed directly impact customer trust.

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100,000 | monthly calls handled by AI
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As a result, human agents are now focused where they add the most value: complex claims, nuanced decision-making, and supporting expansion into new markets across Latin America.

Interested in starting your own AI journey with SoundHound?

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